VOICE OF EXPERTS A Return to Customer Service After COVID-19 Everyone handles situations differently – what’s important to one may not be important to another. But at the same time, and during the “COVID era”, some go about their days as if nothing has changed. Example: Has-been musicians pontificate while Read more…
VOICE OF EXPERTS Want Greater CX Success? Build Your CX Success Statement What Does CX Success Look Like in Your Organization? “Our top CX goal is to create an all-around customer experience.” Sure, this sounds nice… But when you really think about it, it doesn’t really say much, does it? Read more…
VOICE OF EXPERTS Tomorrow Came Early – How COVID Has Spurred Digital Transformation in CX You’d be hard pressed to find some facet of our lives that hasn’t been impacted by the coronavirus pandemic. How we socialize, work, shop, dine, travel, educate our children – none of those activities are Read more…
VOICE OF EXPERTS The Return of the Village Stepback is the name of a small recreated village a few miles from my home. Roger Pierce, a master carpenter, rancher, and jack-of-all-trades, turned 100+ acres into a circa 1920s community with rustic homes, guest cabins, six wells, three active springs, and Read more…
VOICE OF EXPERTS Customer 1st Aid: The Importance of Empathy in Driving Sustainable Growth No one needs to be told that the world is in crisis right now – at times like this, it is not necessary for the obvious to be stated. Our health, our economies, our planet – Read more…
VOICE OF EXPERTS The Upside of Better Customer Experience in a Down Economy No matter where you live, there’s not a lot of upbeat coverage in the media today. COVID-19 statistics and related trends, business closures, social distancing woes, stock market gyrations—it feels like much is out of our control. Read more…
VOICE OF EXPERTS Take Your Business from Survive to Thrive with an Elevated CX In a time of crisis, a brand’s customer experience becomes the most valuable asset it has. It not only offers customers the stability and reliability they need, it also offers them the opportunity for human connection, Read more…
VOICE OF EXPERTS The Future of Work If you’ve been hanging out with us for any amount of time, you know what we believe: Real-life practice beats theory every time. #EXdrivesCX. No Culture, No Customer. #CXandLove go hand in hand. And our newest belief, one that’s always been core to what Read more…
VOICE OF EXPERTS The Core Message of ‘The Offer You Can’t Refuse’ A few weeks ago my fifth management book, The Offer You Can’t Refuse, was released. It is positive story about the future of customer experience. As you know it is my passion to share stories about the future Read more…
VOICE OF EXPERTS Why The Intensity of Customer Emotions is Crucial to Your Brand and Customer Loyalty Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer Read more…